Registration hours for the day.
Registration and information hours for the day. Registration will be located at the Hospitality Desk, Ground Floor from 11am onwards.
This tutorial will cover the basics of customer experience including what it is， measuring it， getting your organization started on it， understanding your customers， and other topics foundational to customer experience. It will explain some of the key customer experience tools like personas and customer journey maps， and will illustrate “what good looks like” for them and others.
The foundations of successful CX initiatives require coordination, direction and accountability. To get ahead requires contradicting conventional wisdom by not correlating data, innovating or delighting customers. But to get to the top requires making much more radical, transformative decisions. This presentation looks at three bold strategies to becoming the simplest quickest or most focused.
Join us for refreshments in a brief break between sessions.
The empowered consumer expects consistent and high value omnichannel experiences. What if you could leverage the power of AI and machine learning to determine the optimal customer journey? Learn about use cases that combine the power of data, analytics, and orchestration to deliver market leading customer experiences.
Most organizations devote untold time and resources trying to dazzle customers. Yet Gartner's careful research proves that is wildly overrated. Loyalty has a lot more to do with how well they deliver on their basic promises than on how delightful the service experience might be. Forget bells and whistles and just solve your customer's problems. The effortless experience lays out the four pillars of a low-effort customer experience to improve service, reduce costs, and ultimately generate the elusive loyalty that the 'wow factor' fails to deliver.
The world is filled with friction. Everywhere we go we experience the frictive effects of badly designed “seams”.
Smart brands understand that the future of customer service, great customer experience and the creation of raving fans, lies in their ability to design seamless transitions between physical and digital channels, and to deliberately and empathetically remove friction from our lives.
In a future of the Internet of Things, Virtual Reality, and Artificial Intelligence, the ability of leaders and brands to go ‘seamless’ will distinguish the winners from the losers.
Join other attendees for lunch and take advantage of the opportunity to network and catch up on the day's activities so far.
Join Reg Horman, Director of IT at The Pexion Group to learn how this group of precision engineering companies designed an IT strategy that gives value to their customer and employee experience.
During this session you'll learn how:
- Choosing the right technology translates to unparalleled customer experiences.
- To create an IT strategy where cost optimization, user privacy and data security are not compromised.
- To help your employees unlearn stagnated processes and relearn new technology.
- Zoho products are helping them adapt their business to meet the expectations of their customers.
As we move further into 2019, and as customer expectations continue to climb, the success of a brand will ultimately entail navigating the complex customer-centric marketplace. Fundamentally, connecting with a business should be as simple as messaging a friend. Brands who epitomize this core ideology will be best placed to succeed long term.
Join Josh's session to gain insights on:
- How customer experience is now a brand's top competitive differentiator. This means delivering seamless,1:1 and meaningful engagements, on digital channels.
- The role that messaging and automation will play in the future of customer experience.
- Creating happier customers, at decreased costs to your brand.
Hear how Transversal is working with large-scale organisations to deploy Knowledge that drives efficiencies and ROI, in contact centres, online and across HR departments. See why organisations rely on Knowledge to underpin their digital transformation strategies and improve customer and employee experience
Innovation begins with people. To succeed, we must develop a deep understanding of people and their real needs. Design thinking is a powerful approach to help organizations create useful digital designs, and aims to develop and shape ideas to become practical and attractive propositions for users or customers. In this session, we will look at design thinking and how to apply it to digital platform architecture.
Trust is hard to earn but easily lost. Organizations that are perceived as trustworthy produce better business results. Adopt the characteristics of trustworthy organizations and incorporate the attributes of a trustworthy customer experience to drive your business results. Make sure your technology is trustworthy.
This session presents Gartner's view of the top technology trends most relevant to engaging customers in today's digital world. In this session, we will review the trends, their impact on customer experience and what you can do next to leverage this work in your customer experience initiatives.
This presentation explores the business, technology and adoption trends that will dominate the CRM application environment in the next five years, the changes we foresee in CRM technology, architectures, delivery methods as well as the vendor landscape, and their impacts to your CRM business and technology strategy.
Headless commerce, or API-oriented commerce, offers flexibility for integrating with different user interfaces. Decoupling the UI from the commerce engine also requires increased governance and additional technical skills. Additionally, commerce platform API capabilities vary wildly. This Roundtable will discuss approaches for successful adoption of API-oriented commerce to improve CX.
Organizations new to CX often tell us their number one challenge is in developing an effective customer experience strategy. A strategy decides which choices are made to achieve an organizations goals. It states where the company will play, how it will win and what capabilities it will need to succeed. This workshop focuses on a series of exercises to help CX leaders to develop their CX strategy. Attendees should come prepared to participate in interactive team exercises. Session available to end users only, preregistration is required.
The Met Office is the UK’s national weather and climate forecaster, relied on by millions of people around the globe and averaging 300 million annual page views. In spite of being an expert in its field, and accustomed to colossal amounts of data, key Met Office channels, such as the app and the website were not always taking into account the needs of their users. By switching to a more focused user-centric approach and moving the website away from legacy architecture by rebuilding it on the Bloomreach platform, the Met Office has worked to improve their user engagement significantly. Learn how the Met Office was able to take their existing top-of-the-line service and connect it to their audience and create a seamless customer experience, from Christopher Beighton, Digital Solutions Architect at the Met Office.
Improving the overall customer experience is a top business priority and a main driver behind the digital transformation ambitions of many companies. From self-service technologies to artificial intelligence and automation, Microsoft will share how they are embracing next generation technologies that both support employees and deliver a world-class experience to customers.
Regardless of industry, product or service, Customer Experience has become a key part of an effective Digital Transformation. And yet it seems all still find improving the experience a challenge. Using some real life case studies, Reply will demonstrate how a simple process change, making the right data available to the right people at the right time, can have a dramatic impact on Customer Experience.
Customers want trusted, connected experiences in the interactions that matter most to them. And, traditional CRM is not enough to deliver on your brand promises. Shalini Mitha shares best practices from some of the most innovative brands and explain why a customer experience platform is the answer to creating differentiated experiences that have a measurable impact on business growth and revenue.
Join us for refreshments in a brief break between sessions.
Trust is not just an emotion, it's the new CX battleground. It’s hard-won, easily lost and utterly critical. Claire Sporton, SVP CX Innovation at Confirmit, will help you understand how to build trust by providing ways to share insights that will engage and empower your colleagues, and encourage everyone in the organisation to do the right thing for your customers and deliver real business value.
It is all three together or nothing when it comes to DX transformation success, i.e. AX+BX+CX = DX™! Legacy tools and practices have clearly failed in building the three-pillar foundation for successful DX. Attendees will leave the session with insights into a holistic three-pillar approach to successful digital transformation, including tools, practices, and success stories.
If you want your customers to truly love your brand, you must take your customers’ emotions into consideration.
During this roundtable, we’ll have both fun and serious discussions around why customers’ emotions are important for CX. We’ll discuss how to take customers’ emotions into consideration, how you deal with them and how you measure whether you have dealt with them successfully or unsuccessfully. We’ll also explore how to make sure employees are on board with the importance of emotions.
A customer experience can be disaggregated into several dimensions, each one representing a spectrum. Examples include an experience being predictable vs. surprising, effortless vs. challenging, and others. This workshop will teach you how to use these dimensions to evaluate your existing and ideal CX, and how to close the gap between the two.
A CX strategy will not succeed without a supporting Voice-of-the-Customer strategy. The ability to use technology to collect, analyze and act upon diverse customer feedback channels in a holistic way is critical but not enough. The objectives outlined in the CX strategy need to be within the VoC application and used to measure progress and cascade role-based tasks to employees across the entire organization. To succeed requires planning which types of customer feedback to collect, the skills needed to interpret the feedback and how to ensure action is taken.
The digital commerce landscape is being disrupted by the rising use of digital experience platforms and API-based commerce engines, plus businesses wanting to decompose monolithic architectures, move toward microservices, and take back control of their digital customer experiences. This talk covers the emerging three architectural approaches to commerce via these developments, and how to choose between them.
Culture and analytics might be the softest and hardest sciences of organizational success, but how to align the two for maximum impact? This session will present a framework for your organization’s culture and discuss the role of analytics in the context of that culture. It will also explain how organizations are using analytics to enhance any type of culture by focusing on business outcomes and better decision making.
Contact Centers have traditionally focused on adherence to processes, policies, metrics, and scripts with the intention of delivering an efficient, consistent service experience. Yet in today’s more complex environment, this generic service not only frustrates customers, but also prevents reps from realizing their full potential. This session will reveal the cultural cues that empower reps to use their judgment while mitigating downside risks; steps service leaders can take to build such a culture; and how to improve and encourage the rep support network to live the low-effort promise.
What do we call a world where packages arrive in hours, rides in minutes and answers in milliseconds? We call it the Experience Economy and it will change the way you think about Customer Experience. We’ll explore this new world through 4 lenses—Discovery, Engagement, Consumption and Service and share stories from Starbuck’s, Payoneer, D&M, Fanatics, and Kubota who are thriving in this new world.
Many companies are stuck in a model focused on call reaction management. CRM is important but not enough, as the agent frequently can’t resolve the issue and a reactive service approach doesn’t value the customer’s time. This session covers the steps to digitally transform customer service beyond CRM by using AI, virtual agents, monitoring and automation for a connected, proactive experience.
● Building the business case and getting C-suite buy-in for digital transformation projects that deliver a world-class customer experience
● Identifying the best strategies and tactics for your organization to keep constantly evolving consumers connected and engaged
● Choosing and implementing agile technologies that help your team iterate quickly to position your brand and serve your customer’s wants and needs
How do you ensure you are designing the best experience? What is the best way to deliver improvements? How do you deliver quickly and in a way that you can constantly learn and adapt to your customers?
Clarasys and Refinitiv have a deep understanding of how to optimise ROI from a CX transformation and will explain how to deliver rapid improvements using design thinking and the ‘Double Diamond’.
AI technologies can support long-winded B2B sales processes but might support the automation of business process steps. But which AI technologies are really working for a B2B organization? What are these technologies and what is their impact on achieving revenue targets? This session is facilitating the opportunity to interact in a group of limited end users with the analyst for an open discussion.
Dangerous Data is data that exposes the company to the threat of serious legal or brand impact but is unavoidably collected for other business purposes. For example, telematics that track driving habits and therefore the fact that someone speeds through school zones. If an accident occurs, is the owner of the data now an accessory to a crime or at least morally responsible for not reporting the risk?
Master data management is a critical success factor in constructing optimal customer experiences. Learn the benefits of aligning the MDM discipline to CX and making it a part of your CX strategies. Why is MDM critical to the customer experience? How will MDM increase and optimize your 360-degree view and your CX capabilities? What new opportunities for managing customer information does MDM bring?
Knowledge management is undergoing yet another metamorphosis driven largely by the introduction of AI. Increasingly machines join alongside humans in both surfacing knowledge and generating it. With most knowledge management efforts spread across the enterprise and a 'grab bag' of tools this session will look at how to consolidate knowledge management solutions to support an approach that can evolve and flourish in the era of AI.
New digital business models and improved AI maturity are profoundly changing how organizations serve and engage their customers, and how they manage their customer service team. Learn in this session about the business model and technology change Gartner observed that could impact the future customer service and support organizations. Key issues include 1. to use of AI and machine learning (ML) across multiple customer service channels; 2. the realisation of a connected customer service ecosystem; 3. the accessibility of conversational platforms, and 4. the more balanced objective setting on customer experience, experience experience and productivity.
Attendees are invited to join us for the evening's networking reception; come join us on the showfloor to relax and unwind after the day's sessions. Refreshments will be served.
Registration and information hours for the day.
Most large organizations use over 50 different measures of customer experience and no two organizations use exactly the same metrics. Metrics matter because they are used to set targets, to determine compensation, to benchmark against the competition and to help determine future investments. This session will look at what gets measured, what gets reported to executives, how to build a business case to gain approval for an investment, and how leading organizations are improving their approach to measure the customer experience.
Organizations that incorporate privacy into personalization will deliver more compelling customer experiences, drive data value and be more profitable. Companies often operate under misconceptions that personalization and privacy are conflicting efforts versus symbiotic opportunities. This session will debunk these myths, explain how to identify optimum opportunities and demonstrate how to deliver enterprise value.
ContinuousNext is a formula for success in a world that is constantly changing ... adapting to continuous change and knowing what to do next through and beyond digital transformation. In this session, we explore the imperatives of ContinuousNext and the implications for customer experience.
Omnichannel solutions hold a lot of promise, but it can be difficult to realize (and very costly) unless organizations focus on the key components that customers require. This session will cover how to prioritize your omnichannel investments. PLEASE NOTE: Reserved for end users only. Preregistration required.
Companies are investigating AI capabilities to better engage with customers. Using AI augmented CRM functionality will help your Customer Service, Field Service, Sales and Digital Commerce to perform better. Learn in this session how you can take best advantage of AI functions like Conversational AI platforms, Natural Language tools and Machine Learning techniques that can boost your CRM initiative.
Participants will collaborate in identification of major pitfalls and bottlenecks in early stages of MDM projects, and design resolutions for overcoming them.
● What areas of initial effort are most critical for MDM program success?
● What techniques can you use to make your initial program efforts effective and communicable?
● What strategic benefits will be achieved by following this framework?
Delivering high-quality consistent service at scale necessitates that enterprises find ways to help customers resolve their problems on their own. The experience must be quick, intuitive, convenient and pleasurable. Developing the right approach to self-service via design principles, processes and tools is key to the success of your organizations. This session will outline the evolution of self-service and illustrate the capabilities you must have today and plan for tomorrow from virtual assistants to preemptive automation and underlying machine learning technologies.
Lead management applications integrate business process and technology to close the loop between marketing and direct or indirect sales channels, and to drive higher-value opportunities through improved demand creation, execution and opportunity management — which is the foundation for revenue growth. This session provides answers to questions such as “Why is Lead Management important for B2B?” and “How can we be successful with out CRM Lead Management?"
Mr. Pronzati will introduce ZOE, the world’s first Virtual Personal Cruise Assistant, driving the audience across the discovery of this innovative and compelling project from its inception to its completion. He will illustrate the foundation of this new platform: why it was conceived, the vision and the strategy. He will focus on how it was then implemented: what was the designing process, how did MSC manage to record thousands of questions on-board and define their answers to build the first cruise library. This session will also demonstrate how the platform was tested and trained in order to constantly increase its reliability and elevate the customer experience.
Not all brand experiences are created equal. Finding and resolving CX issues is table stakes. It takes more to build experiences that differentiate and strengthen your brand. Brands that probe their customer understanding and offer proactive experiences earn greater engagement, trust, purchase, satisfaction and loyalty. In this session, you’ll learn:
● What experiences are most powerful in building customer relationships
● How successful brands create proactive experiences
● How your brand can measure the benefit of proactive experiences
Join us for refreshments in a brief break between sessions.
CJM is the starting point for companies wanting to deliver exceptional customer experience. Laurent will dissect a recent research report and share 3 critical concepts that enabled companies to report an improvement in customer satisfaction by 81%.
Attend this session to hear:
* Emerging trends for CJM
* The employee/customer experience relationship
* Practical steps for CJM success
How many AI initiatives are you running? Are you treating AI initiatives as individual activities, focused on specific purposes? Businesses are drowning in data and insights about their customers.
Join this session where you will learn about a holistic AI approach that will supercharge your customers’ CX journeys.
Verint’s annual global research of 34,000 consumers from 18 countries told us about consumers’ behaviours, and their wants and needs when making purchasing decisions. We also studied the relationship between technology and humans in the workplace. During this presentation we will walk you through some of the more surprising findings from the research, as we explore the impact on customer engagement and the importance of a hybrid workforce.
Technology and especially Artificial Intelligence is often the enabler of newer and better customer experiences. In this presentation we will share our global Customer Experience report, look into the role of AI in the customer engagement journey, and paint a vision of the triangular collaboration of customers, agents and AI.
To improve customer experience, organisations must first understand it. Join industry visionary Bruce Temkin to learn about the Human Experience Cycle (HxC), which explains how people flow through experiences in their lives - as customers, employees, citizens, students, and even tech users. The HxC will give you the foundations to create breakthrough CX.
The goal of this workshop is to provide attendees with a hands-on and engaging introduction to the human-centered design practice of design thinking. The workshop attendees participate in each stage of the design thinking methodology through a practical exercise to gain a true perspective of how a designer’s mindset and methods for creativity can foster breakthrough innovation. Design thinking has gained significant momentum in the marketplace with industry leaders like Airbnb, Uber, SAP, IBM and GE making significant investments in the methodology.
The session will allow you to share your challenges and solutions to help prepare for the future of the contact center.
Digital business and elevated customer expectations drive the importance of real-time, contextualized customer experiences across the customer journey. Building a customer engagement hub (CEH) is inherently complicated, and is virtually always created within a pre-existing (“brownfield”) application portfolio, encompassing multiple legacy applications with various stakeholders. Application leaders, together with data and analytics leaders need to apply real-time continuous intelligence in their customer engagement hub to drive the customer’s next-best action. This session introduces you to the customer engagement hub as a core technology foundation for your digital business strategy, and how you could add real-time capability to drive continuous experience.
This session looks at the growing organizational emphasis on employee well-being and designing an employee experience that drives customer engagement, loyalty and advocacy. As we enter an era where employee expectations are higher than ever, rethinking the working environment, management philosophy and tools available to employees is a critical requirement.
Service leaders are frequently frustrated by disjointed interactions, confused and frustrated customers, and greater complexity for frontline staff, despite the availability of countless channels to meet rising customer expectations. Omnichannel solutions hold a lot of promise, but it can be difficult to realize (and very costly) unless organizations focus on the key components that customers require. This session will uncover the key features of omnichannel that drive the biggest impact for customers without a full-scale implementation.
The Times and The Sunday Times are recognised leaders in customer relationship management, but like most companies struggled to reach "CRM Nirvana:" getting the right content/products to relevant consumers at the right time. This presentation covers how The Times invested in AI, taking several steps closer to this goal and reviews what AI did for both the bottom line and customer experience.
Engie and Sparkcentral will share their vision, insights and results gained from a Messaging First CX strategy that started in 2017. You will learn how asynchronous messaging channels integrate in your omni-channel strategy, how humans and bots seamlessly collaborate and how increased C-Sat/NPS can also result in a reduction of TCO in customer service operations.
Millennials and Gen-Zs are early adopters of innovative and disruptive services. They are also the next consumer powerhouse generation. CX the battleground as rivals seek the rapid scaling required to dominate a sector. The bar is being raised and CX innovation is determining success. For businesses, fast moving change and seemingly constant disruption can be viewed as a threat or an opportunity.
In this presentation, you will start to understand what motivates different age groups and how they think and compare to each other. In turn we will then discuss what this means for company’s strategies around their customers and how to adapt an approach that meets the needs across all generations.
While AI is on the forefront of transforming CX, implementing this technology requires a customer-first strategy – providing a personalized & conversational experience while allowing consumers to interact with your brand when, where & how they want. Join Interactions to learn how conversational AI is being used by leading global enterprises to maximize CX & significantly reduce OPEX.
Customer experience is the new battleground for many organizations to grow market share and gain customer loyalty. Join Sven Friedli, Swisscom’s Head of Architecture Management, to hear how Swisscom transformed their business to provide the ultimate unified experience regardless of the device or channel their customers use, or the department they’re interacting with.
Join other attendees for lunch and take advantage of the opportunity to network and catch up on the day's activities so far.
Join us for this women in Tech networking lunch where you can connect with your peers over current topics for women. You will have the opportunity to meet and exchange with your peers and participate in brainstorming around your challenges，key solutions and best practices. The goal is to share your perspectives and experiences， develop relationships that support ongoing discussions and collaboration，and explore how to embrace diversity，foster culture and instill the mindset traits required by high-performing teams.
Emotion AI allows companies to gain deep understanding of their customers’ feelings and emotions. In this presentation we’ll explore what Emotion AI is in more detail and how you can use it to generate innovative and personalized customer experiences.
We’ll discuss the benefits and the potentials, but we’ll also discuss the challenges with these techniques.
LV= General Insurance’s vision to be Britain’s Best Loved has inspired its people to focus on the right things to deliver what matters most to Customers. A number of key initiatives aligned to a clear strategy and set of core Values have transformed how the organisation thinks and operates.
This session will focus on:
● Creating a top-down-bottom-up approach to engage employees in delivering the business strategy
● How a mindset has been established to re-design ways of working centred around Customer needs
● Complementing service delivery through people with technology
Silos of customer engagement are common but must be addressed to achieve omnichannel customer engagement. These silos are created along boundaries of technology, brands, products, business units, geographic units, CRM pillars, among other things. The silos can't be knocked down, but they can be bridged. IT must bridge technology silos at the tiers of experience, process, knowledge and data, while influencing the organizational and cultural silos that exist. Is it possible to bridge these silos and achieve omnichannel customer engagement?
Best practice roadmaps through Gartner’s implementation styles can create early high-value deliverables to any MDM program. We’ll cover typical roadmaps for both customer and product master data and their ability to deliver early business value. How do you choose MDM implementation styles? What are the best practices for sequencing styles? How should you manage the risks of this approach?
Various market considerations are complicating what was previously a simple procurement decision. Examples include: Functional sophistication, commitment to engagement (vendor and end-user organization), BoB or part of broader suite, CCaaS or CEC alignment, cloud or on-premises. PLEASE NOTE: Reserved for end users only. Preregistration required.
Chatbot and natural language technologies are changing how consumers and employees engage with enterprises. This workshop will lead you through the process of chatbot ideation and then classifying your chatbot ideas by complexity and interactivity. Attendees will then select one of their chatbot ideas and go on to define the Minimum Viable Product (MVP) covering aspects such as training data, implementation and KPIs.
Organizations often improve performance of commerce applications by fine-tuning, patching and adding point solutions. To uplift growth to the next level, they need to change the architecture of the commerce platform to support new business models. This session advises organizations on how to move from classic commerce architecture to the modern ones to support digital business transformation.
Growing investments in digital service channels and capabilities have resulted in a larger, more complex, and more costly service portfolio, yet: 1) Customer expectations remain unmet, 2) Call volumes remain high, and 3) Minimal cost savings have been realized. Leading organizations are switching from making it easier for customers to get into digital channels in the first place to instead keeping customers sticky to their digital entry point by eliminating the “seeds of doubt” that frequently trigger an ultimate (and more costly) phone-based resolution.
A Digital Experience Platforms (DXP) provides a centralized platform to produce connected digital experiences. By aggregating and integrating with CRM, Commerce and Marketing functionality, a customer-centric DXP is built to deploy and support digital customer experiences, consistently, across multiple channels. This session will investigate this approach and its promises, pitfalls and challenges.
First Direct has been synonymous with exceptional service for almost 30 years. But as the world around us changes and customer expectations continue to rise, we need to keep evolving if we are to continue to pioneer amazing customer service.
In the last 12 months we have:
● Re-organised our business around our key value streams, providing single end to end accountability for the customer journey across all of our channels
● Joined together our key processes into end to end customer journeys that ensure our people can really see and own the whole customer experience,
● Consolidated roles, and multi-skilled our people to be able to manage more of each customer journey for a customers
● Empowered our managers and our front line to collaboratively manage and drive improvement across the full journey
● Aligned our change delivery capability around these journeys, adopting business led Agile Release Trains
● Created a true culture of customer centric continuous improvement where every part of a journey matters and comes under real scrutiny. Even the smallest improvements matter, are delivered and celebrated.
Our journey will continue to evolve but some of these recent changes have delivered some truly outstanding results. We’ve reduced the time taken for customers to complete key journeys by between 60% and 99%. We’ve reduced customer friction in these journeys, reducing the required number of customer touch points, removing handoffs and substantially reducing failure demand.
We’ve had some fantastic feedback from our customers (and some really insightful input on what more we need to do). Our people tell us they love being able to take a customer the whole way through a journey and that it gives them greater job satisfaction. However it’s not just servicing customer journeys that our people are now involved in.
As part of the design process of both our journeys and the bank we have looked to develop self-healing, self-sustaining business units that really empower our people to influence and drive this change. This engagement in the process has allowed our people to truly support each other, embed changes and truly drive continuous improvement in the customer experience. Has it been easy? No. But has it been worth it. Definitely!
Exemplifying trust enables organizations to reduce operational costs and increase revenues. Trustworthiness matters — especially in digital experiences. This session that addresses the most commonly asked questions pertaining to trust — the importance of trust, how to build trust, and how to be trusted.
Join us for refreshments in a brief break between sessions.
Excellence in customer experience is critical to the development of a digital business platform and till date, CIOs have been stuck in the passenger seat. In this session, we’ll review best practices for CIOs looking to increase their influence over the development of customer experience strategy and the distinct advantages that a foundational understanding of technology has in accelerating customer experience success.